Patriot Pools

Its stated that the problem is with the computerI find this hard to believe when I have tested many different computers and have the same issueThe only computer that can output 1080P without issue is the one with the new video cardNow that computer shutters when you change the resolution to 4K HzNone of these problems are present when I bypass the receiver and hook the computer directly to the TVIf the computer is truly the issue why aren't the problems present when I bypass your product

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com:Funny they have stock on the unit now but not when I contacted them I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

The issue is still with the video card in a certain computer as the one with the new card works through the receiver, as well as all other video sources plugged into the receiver that are working fineThis is obviously some interaction issue with the video card being used from different computers as other video sources work perfectly through the receiver, establishing that the receiver is not the issueWe cannot be responsible for other manufacturers video cards not working with our product

The customer needs to contact our warranty/parts and service group @ ###-###-#### option to have the unit brought back to the service center for evaluation (a prepaid box and label will be provided to return the unit at no cost to the consumer).The warranty covers repairs any claims for exchange or refund must be done through the dealer within their return policy (which is typically 15-days from date of purchase)

The special services program covers the no audio issue however if there were additional issues with the product this would be excluded from the extended warrantyIf the customer has proof of purchase showing the unit was purchased within the last years from an authorized dealer then we will cover the additional repairs needed as wellAccording to our records the unit was sold to the dealer on 3/28/which would put it past the year warranty however if the customer purchased the unit less than years ago we will be more than happy to cover the repairs

The customer is stating they purchased a Panasonic product, Onkyo is not affiliated with Panasonic in any wayThe model # in question does imply that it would be a Pioneer model, in order to better assist we would need to know which service center is handling the repairs on the unitOur records indicate that parts are available for this unit as it is a current model so we will need to know which service center and when it was brought in for serviceWarranty is for repair only unless repairs cannot be made in which case we would offer a replacement through the service center

The customer had not initially provided the requested information to properly investigate the claim, therefore we were relying on information provided by a third party, I:E the service center where the unit was retrieved from the customer and delivered toUnfortunately they made an error and the wrong information was given to us on our initial correspondence since they were going by incomplete informationI have explained to Mr [redacted] that since the product was not purchased from us directly that refunds are not an option, as they would only be available from the company from which he purchased fromHowever, I have also taken into consideration the unusual and unfortunate situation the customer has experiencedSince parts that are needed to make the repairs on his unit have been back-ordered and although they will be available in about a week, I feel the customer has been inconvenienced with the time he has been without his unitThat said I am requesting that the customer be given special consideration, and that a one-time accommodation be made giving us the authority to submit a refund request through our credit departmentThis will take a few days for us to get resolved as it is not typically an option we have, and needs to be done outside of our standard processesThis would also need to be approved by senior management, to whom I have made aware of the unique circumstances and given my consent to

The unit that the customer is complaining about (HTS3400) came with a 2-year manufacturer parts and labor warrantyThe customer has cited that we "have decided to fix some units and not others" and the reason for this is that there was a particular part that was used in the manufacturing of some of our products (which we purchased from a 3rd party) that was deemed unreliable and would occasionally have an issue either during or after the 2-year warrantyOur company has decided to extend the warranty as a result of this sporadic but known issue and offer an accommodation to make the repairs at no cost to our consumers, standing behind our product 100%The product this customer owns does not qualify for the special service program as it DOES NOT have the same parts that were used in the other models in which we were aware of the higher than average failure rate of the part in questionWhile we do appreciate our customers and value their business, we simply cannot extend our year warranty on products that were not subject to an unusual or unacceptable failure rateWe still offer a trade in program for our customers across the board which allows the customer to buy a much newer model at a fraction of the retail cost by sending us their old model which we responsibly recycle and offering them a large discount on a wide variety of newer models (at approximately a 50% discount)In this particular case we believe the customer is mistaking his issue with one that others with a different product have experiencedOur experience with the internet has been an unpleasant one in which every single model we have ever manufactured has been somehow categorized as one with having the same issue which is simply not the caseWe have stood by behind our customers that have had this unfortunate experience and continue to stand behind ALL of our customers by offering the trade in program which is unique in our business

The customer would need to call our parts department directly @ [redacted] (follow the prompts for parts)This direct # will allow the customer to avoid waiting on hold on the toll free support line which is typically very busy during hours of operationThe remote control part number for the [redacted] and the cost of the remote would be $plus applicable freight charges

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meDespite this being some of the worst customer service I have ever receivedThis will be my last Onkyo productWe had to submit a claim with the Revdex.com and file a police report for you guys to do anything Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
service repair shop is called, ***, located on *** *** *** *** ** *** **.I used Onkyo as the company as that who is I have been dealing with.*** ***, Parts & Services, Onkyo, Integra, Pioneer, Elite, Phone# ###-###-####, ***
Regards,
*** ***

I am rejecting this response because: A Fedex Tracking number is not facts No one is disputing that a package was not sent out after days What I need is what was promised
Regards,
*** M

We have attempted to contact the customer on numerous occasions to establish a dialog and troubleshoot the hook up and set up of his productTo date we have been unable to establish such communicationsWe have been advised by email that they will get back to us when they have time

NewEgg is an authorized dealer for Onkyo products, however the products are QC checked and complete when sold to any authorized vendorIf there are missing items this must be resolved through the dealer in which it was purchased from as the accessories were included when sold to the dealerAs far
as the product not working we would highly recommend calling our 24/technical support line to go over troubleshooting prior to returning the unit to the dealer or sending to service to be certain the issue is not connection or settings related and to avoid the issue not being rectified as a result

On September 30th *** made a change to their platform that affected the way their streaming services works in all aftermarket products that were manufactured within the last 8-years (all models manufactured or earlier)While we truly appreciate our customers and value their
business, we've been trying to assure them that the service interruption is not due to a defect or a failure of our productThe changes *** has made to their streaming service has required us to implement changes to our product in order to accommodate the different technology that *** has made to their new platform version We have made those changes available via firmware update to the majority of our product lineup (models total) manufactured within that time-frameWe have been utilizing all available resources to provide a solution for the models we have yet been able to address.Unfortunately the model this customer has (***) incorporates an entirely different hardware platform which has preventing us from implementing the same firmware as our other models, which were interchangeable with few or minor adjustments per modelThat said the *** is currently undergoing a firmware update which will be released on our website as soon as it becomes available from JapanWe have worked closely with *** to adapt the software accordingly for this model and hope to have a solution shortlyWe are asking our customers to please be patient and understand this is a top priority to us with limited resources available to address the changes implemented by ***We have collected corresponding information from the customers that have contacted us accordingly, and will individually reach out to them once the firmware update is made available to our website.*** ***Assistant Customer Service ManagerOnkyo USA

Complaint: ***
I am rejecting this response because:
As I stated the last time the company forwarded this message I have tried this approach MULTIPLE TIMES TO NO AVAILI call, get placed on hold, transferred to the 1-line and then my calls gets disconnectedApparently the people at Onkyo do no understand this as I have said it in every single email and complaint.
Regards,
*** ***

Customer was contacted by our company and provided a shipping label when his product initially needed service, which is not in our written policy (customer is responsible to get the unit to service, however we decided to make an exception since he didn't have a service center within
reasonable driving distance)According to the customer, the repair was not successful, and upon return from the service center needed to go backThe customer was then contacted and simply asked to provide the serial# of the unit so we may investigate and see what course of action would be taken to assistAt this point the customer told us to "throw the unit in the trash" and refused to allow us to assist himHe then proceeded to post negative reviews about multiple products on various social media sitesSince he only reported having issues with of our products we simply "cautioned him" that posting negative reviews on social media about products that he didn't own or that he wasn't having issues with could put him in a vicarious position and legal measures could ensue from any unprovoked and/or slanderous behavior on his behalfThe customer then decided to call me, as I had offered him my direct contact information to try and assist him. At this point the customer chose to use profanities and both highly offensive and vulgar language towards me, threatening myself and our company, which again was entirely unprovokedI allowed the customer to continue doing so, all the while simply trying to help him understand that we were merely trying to resolve his issue, and reminding him verbatim that we had not at any point threatened legal action, but rather were making him aware that his actions conceivably were of a nature that may force us to continue to that pointUltimately the customer told me once again (in a manner in which I cannot repeat and with highly offensive obscenities) to dispose of his unit, which is completely illogical as the unit is still in his possessionAt which point the customer chose on his part to disconnect the call. We ended our correspondence via e-mail with the customer with our offer remaining that he simply provide the necessary information and allow us to assist him. Furthermore the customer continues to post negative feedback on social media, and continues sending e-mails of a threatening nature implying that our company will suffer by his actions

I am sorry to hear that you are having troubles with one of our productsPlease provide me with the serial# so I can look up any service history on the unitIf you could also provide me with the proof of purchase and any service documents that you may have available, this will assist me in more
quickly resolving the issue for youI tried searching our database by your phone # but was unsuccessful in obtaining any results.Please reply with the requested information at your earliest convenience so I may start working on a resolution for you immediately.Thank you,

We generally would advise the customer to first change the batteries in the remote, and also make sure the remote is in the correct operating mode (below the source select buttons is a row labeled "remote mode" - press the receiver button twice to make sure the remote is in the correct operating
mode) before purchasing a replacement (unless physically or otherwise damaged in which case a replacement would be needed) If this doesn't apply or or doesn't resolve the issue, the customer would need to call our parts department directly @ *** (follow the prompts for parts)This direct # will allow the customer to avoid waiting on hold on the toll free support line which is typically very busy during hours of operationThe remote control part number for the RC-764M is *** and the cost of the remote would be $plus applicable freight charges

There was confusion with this order I called the customer personally and provided the information to process this order ASAP this case will be closed as resolved